If the satellite is down and the card readers cannot connect to the satellite, the reader will still remember the last 1,000 cards that have been used in the system. So a customer would still be able to use the machines with card or coin. Once the satellite comes back online it will then sync with the readers and reflect the transactions.
Quick Reference For Diagnosing System Outage
If your system goes down or you are unable accept credit cards, two possible problems may exist. Simply checking the readers will give you enough information to diagnose an outage. An icon will appear in the top right hand corner of the display on the reader.
Problem:
If you see this icon: 
This would indicate the Satellite is not receiving an internet connection.
Solution:
Reboot all internet devices. The sequence is important:
- Disconnect power from all devices including: Modem, Routers and the Satellite. The Satellite has two possible power sources.
The most common is the PoE power supply which looks like this:If your Satellite has only a single network cable plugged in then it is using this device.
- Power on the Modem first and wait for the device to come back online completely (usually 5 minutes).
- Power on any Routers or any other devices you may have plugged into the Modem. Wait for them to come online completely.
- Plug the power in for the Satellite and wait for the Satellite to come online. The Satellite will beep once then after 30 seconds it will beep 2 more times. After that point the reset is complete and the system should come back online. If it still does not come back online you may want to confirm your internet connection is active by connecting a device to the modem or router and trying to access the internet.
Problem:
If you see this icon:
This would indicate the Satellite is not communicating with the readers.
Solution:
- Unplug the PoE Power supply for the Satellite:
- Wait 3 minutes and check for connection to the readers.
View Diagnostics Screen on Reader
- Swipe diagnostic card 999345678912, manager card 999234567890 or cycle power on the reader and press all three buttons simultaneously
- Scroll down to 'Diagnostics Menu' and press '-' key
- Scroll down to 'Show satellite status' and press '-' key
- Example screen shown below
- The text next to Net will change based on connection state
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This page is intended to provide the latest details about troubleshooting the FasCard Satellite Access Point (SAP) that connects to all the FasCard readers and equipment. |
Satellite Outage
In the event that the Satellite is offline, the card readers will not be able to accept payment via credit cards if the 'Offline Auth Amount' has not been assigned a value greater than $0.00. If coin payments are accepted, they will continue to work during such an event. Likewise, a loyalty card can be used if it has been cached as part of the last 5000 accounts that were saved by the Satellite prior to the outage. Additionally, the use of the SUPERCARD will allow the machine to start only when the Satellite is offline.
Once a Satellite is brought online, it will synchronize with the readers to update all account balances and transactions that occurred during the outage.
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While using a cell phone or other wireless device that utilizes a 4G/LTE connection, it is possible to connect to a wireless network and still connect to the internet using cellular service if the store's internet is down. It is for this reason that the recommended method for verifying store internet requires a laptop or other PC that does not use cellular service for internet connectivity. Ideally, verifying there is an internet connection via an Ethernet cable would assist with the troubleshooting process. |
Symptom: Internet Down Icon Appears on FasCard Readers
These icons indicate that the SAP is unable to connect to the internet, preventing normal credit and loyalty card processing.
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Solution: Reboot all Internet Devices
Disconnect power from the modem, router(s) and SAP. The SAP has two (2) possible power sources - Power over Ethernet or AC Adapter (do not use both types of power sources).
- Reconnect power to the modem first and wait for it to come back online completely.
- Reconnect power to the personal network devices (router and/or switch) and wait for them to come back online completely.
- Reconnect power to the Satellite and wait 60 seconds for it to come back online completely.
- The Satellite will beep once, then twice more.
If the card readers still do not come back online, attempt to reach an outside website (perform a new Google search to prevent the appearance of cached pages).
Symptom: Wireless Alert Icon Appears on FasCard Readers
These icons indicate that the card readers are not communicating with the Satellite itself and are not on an active internet connection.
F1 Icon | F2/F3 Icon |
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Solution 1: Reboot FasCard Reader
If one (1) card reader is displaying the Wireless Alert icon, power cycle the reader. This may require a power cycle of the machine to accomplish this, depending on its installation. If the issue persists or if multiple card readers are displaying the Wireless Alert icon, proceed to Solution 2, below.
Solution 2: Reboot Satellite
- Disconnect power from the Satellite for 30 seconds, then reconnect it.
- Check the card readers again after 3-5 minutes.
- If the issue persists, reboot all internet devices as shown in Solution: Reboot all Internet Devices, above.
- If the issue still persists, contact CCI for further troubleshooting support.
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